Enterprise Service Desk Technician

The Opportunity:

CACI is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. CACI is leading the way in transforming IT services from an in-house base-centric delivery model to an advanced enterprise service delivery model.

We are looking for enthusiastic and driven individuals to fill the role of an Enterprise Service Desk this position you will be the first point of contact for users providing exceptional technical assistance and ensuring a seamless experience Airmen and Guardians across the globe. If you thrive in a fast-paced environment and enjoy problem-solving while providing exceptional customer experience this is the perfect opportunity for you! Join us in making a difference and be part of a dedicated team that supports and empowers our users every day.

Shift schedule will be Monday-Friday 6:00 - 14:30 (start time may vary by 1 hr)

Responsibilities:

• Advanced Technical Support: Resolve technical issues for end-users utilizing deep knowledge of systems and applications to deliver high-quality timely support.
• Incident Management: Actively manage and track incidents from initiation to resolution ensuring proper documentation and escalation of unresolved issues to maintain service levels.
• Knowledge Base Enhancements: Develop and update Knowledge Base Articles (KBA) to facilitate self-service options and empower both users and team members.
• ServiceNow Proficiency: Utilize ServiceNow to manage incident tracking ticketing and reporting ensuring efficient workflow and accurate documentation while leveraging the platforms features to enhance service delivery and support processes.
• Cross-Training: Participate in training and workshops to share expertise with team members ensuring a well-rounded understanding of processes and tools across the team to enhance collaboration and support.

Qualifications:

Required:

• US Citizenship required
• Ability to obtain and maintain a Secret DoD Clearance
• High School diploma and 5 years technical experience (Bachelors Degree in relevant field may be substituted for 5 years of relevant experience).

• Excellent communication skills; both written and spoken
• Ability to work in a team environment.

• Adapt and learn new technologies quickly (MS Operating Systems Office Products and DAF specified software).
• Knowledgeable of customer service best practice and processes

Desired:

• Active DoD Secret Clearance
• Security Certification
• Experience using ServiceNow service management software (or similar tool)

What You Can Expect:

A culture of integrity.

At CACI we place character and innovation at the center of everything we do. As a valued team member youll be part of a high-performing group dedicated to our customers missions and driven by a higher purpose to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. Youll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together we will advance our nations most critical missions build on our lengthy track record of business success and find opportunities to break new ground in your career and in our legacy.

Pay Range:

This posting is for a position covered by the Service Contract Labor Standards (SCA). The pay and benefits provided for this position will meet or exceed the minimum required amounts detailed in the wage determination issued by the Department of Labor and made applicable to this position as incorporated into CACIs government contract for the work location.

Minimum Required Hourly Wage:

There are a host of other factors that can influence final salary including but not limited to geographical location relevant prior workexperience specific skills and competencies education and certifications. Our employees value the flexibility at CACIthat allows them to balance quality work and their personal lives. We offer competitive compensation benefits andlearning and development opportunities. Our broad and competitive mix of benefits options is designed to supportand protect employees and their families. At CACI you will receive comprehensive benefits such as; healthcare wellness financial retirement family support continuing education and time off benefits.

CACI is anEqualOpportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex pregnancy sexual orientation age national origin disability status as a protected veteran or any otherprotectedcharacteristic.